Information Systems Help Desk
Resume:
Richard Burroughs
Ph: 512-***-**** *************@*****.***
TECHNICAL SKILLS
●Knowledgeable Information Technology professional seeking to contribute my training and acquired skills within technical support and/or help desk role.
●Strong networking fundamentals:
oTCP/IP
oRouting Protocols
●Strong experience troubleshooting network systems in a large network system
●Strong trouble ticket creation/resolution experience
PROFESSIONAL CERTIFICATION
●Computer Information Systems May 2017
University of Louisiana Monroe, Monroe, LA
Major: Computer Information Systems
PROFESSIONAL EXPERIENCE
DC Power Technician
Swift Industrial Power Knoxville, TN Oct 2022-Feb 2023
●Performed DC power plant installations and hot cut overs with assisted supervision
●Performed equipment installations consisting of Converters, Rectifiers, Breakers, Cabling and Batteries
Surface Mount Tech Machine Operator Mar 2021-Jul 2023
Data Telematics Monroe, LA
Printed Circuit Board Manufacturing Company
●Set up and operated Surface Mount Technology pick and place machinery and reflow oven
●Managed shipping and receiving operations and inventory control
Computer Operator II Nov 2019-Mar 2021
General Dynamics IT Bossier, LA
Integrated Technology Center
●Responded to incoming service calls and/or to self-service ticketing queues on behalf of the client
●Identified, evaluated and prioritized end-user issues to ensure that inquiries are successfully resolved
●Utilized troubleshooting techniques to resolve hardware, software and network issues
●Documented incident status and solutions in incident database in ServiceNow ticketing system
●Identified and diagnosed problem utilizing historical database records
Operations Technician-(NOC) Network Operating Center Jul 2017-Aug 2018
Lumen, Inc Monroe, LA
Telecommunications Company
●Monitored networks using network monitoring tools and performed troubleshooting techniques on circuits in collaboration with other local exchange carriers
●Performed root cause analysis through remote testing of network elements and initiated corrective action on customer reported issues
●Managed assigned trouble tickets through resolution in ServiceNow ticketing system
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